Working within the Quality and Compliance function of the SME Administration department.
Main duties as follows:-
- Participates in design of call monitoring formats and quality standards, ensuring all verbal contracts are listened to and marked in accordance with energy supplier regulations and internal sale requirements
- Performs call monitoring and provides trend data to SMT
- Providing feedback to Quality and Compliance Team Leader and Head of SME Admin & Quality Assurance, identifying any training needs and highlighting potential high risk issues
- Track the performance at both department and individual advisor levels to encourage improvement and development
- Prepare and analyse reports for SMT
- Identify customer complaints, and where applicable, set and follow up on remedial tasks, investigating all avenues, to achieve a full understanding, working towards a prompt and thorough resolution
Other requirements as follows:-
- Administration experience
- Quality and Compliance experience
- Knowledge of the energy sector
- Strong attention to detail
- Strong communication skills